The player from Germany had registered with Playfino, deposited €250, and won €1100. After withdrawing €900 and achieving a remaining balance of €1000, her account was deactivated without explanation. Despite having contacted customer service, she was left uncertain and wanted her winnings back. The issue remained unresolved due to the player's lack of response to inquiries from the Complaints Team, which led to the closure of the complaint. The player was informed that she could reopen the complaint in the future if she wished to continue communication.
Playfina Casino - Player's account has been closed unexpectedly.
Closed
Our verdict
Player stopped responding
Amount: €1,900
Playfina Casino
Safety Index:HighCase summary
Discussion
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6 months ago
Translation
Hello, I registered with Playfino yesterday and deposited about €250. I never used a bonus; I always play without one. I got a bit lucky and won about €1100. I immediately uploaded my documents, and everything was accepted. Since I was now verified, I withdrew €900. I then played with the remaining balance and won again, bringing my account balance to around €1000. So, I now have €900 withdrawn and €1000 in my account balance, but a few hours ago, my account was simply deactivated for no reason. I can't log in now, and I haven't received any email from the casino. I contacted customer service, and they said it was an internal review; they supposedly do this to everyone, etc. I agreed and was going to wait, but then I saw complaints here that are almost identical to my situation. Is this standard Playfino practice—simply deactivating accounts that win? Or how are we supposed to understand this? I want my money back.
Automatic translation:
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6 months ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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6 months ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- Could you kindly specify what games you played?
- Could you please send me a screenshot of the error you see when you try logging into your casino account, as well as the chat transcript of your conversation with customer support regarding the suspension of your account?
- Have your documents been reviewed by the casino's relevant department after you submitted them for verification?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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6 months ago
Dear Yabgu,
Thank you for contacting us! We would like to clarify the situation to resolve any misunderstandings. At the end of each month, internal checks are indeed conducted on our website to ensure the safety of all parties. Your account was temporarily suspended for this reason. At this time, your account is active, and there are no restrictions preventing you from using it.
Additionally, according to our system records, on 1st November 2025 at 11:28:23 UTC, you submitted a withdrawal request for 999 EUR, which was successfully processed on our side on 4th November 2025 at 17:13:26 UTC.
If you have any further questions, we will be happy to assist you.
Best regards,
Playfina Casino
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5 months ago
Dear Yabgu,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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5 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Veronika
Casino.Guru
